Every successful company will agree that communication quality changes customer/client relationships. What is less considered is the method of communication and there is no doubt that, for some time now, a new generation has been emerging which embraces e-communication in its various forms. Online chat is a format most are now familiar with and there is now proof that many actually prefer it.
In early 2016, Don-Bur experimentally introduced their online chat feature across their entire website. What they didn’t expect was the number of visitors using the free service.
Richard Owens, Marketing Manager at Don-Bur explains “We have noticed particular trends of ‘chatters’. The first type prefer to remain anonymous and are seeking general information they may feel embarrassed about asking face-to-face or over the phone. The second common type are the ones who like to take their time with detailed questions, consider shared documents or images and construct responses more carefully. Online chat could be compared to e-mail but with an instant interactive response. It offers a quick and simple way to deliver precise and customised content.”
In response to the online demand, Don-Bur have expanded the number of chat operators who can effectively manage two to three chat conversations at any one time.
The chat functionality is surprisingly rich. In addition to rapid file sharing, it offers the ability to save chat transcripts, provides an auto-translate feature and can even manage secure screen sharing.
Owens adds “There is no doubt that e-communication is increasing rapidly and we are always looking for ways to make life easier and more convenient for our customers. Online chat is another medium that has proven to be very popular.”